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Troubleshooting WhatsApp Integration

If your WhatsApp notifications are not working as expected, you can follow this guide to identify and resolve the most common issues in your Zoho Commerce setup.

Template approval and rejection issues

Template is pending approval

If a template shows a Pending Approval status, the WhatsApp Business team has not reviewed it yet. This usually takes up to 24 hours.

To check the status:

  • Go to Settings.
  • Navigate to Integrations & Marketplace.
  • Click WhatsApp.
  • Go to Message Templates.

If the template is pending, wait for approval or edit the content and resubmit it if required.

Template is rejected

A template may be rejected if the content does not meet WhatsApp business messaging guidelines.

Common reasons include:

  • Missing variable formatting
  • Misuse of placeholders
  • Content that looks promotional when the template category is not appropriate
  • Repeated or duplicate template content
  • Unsupported or invalid formatting

To resolve this:

  • Open the rejected template.
  • Review the WhatsApp policy and template guidelines.
  • Edit the content and resubmit it for approval.

Template is deleted or deletion is in progress

If the template status shows Deletion in Progress or Deleted, the WhatsApp team is processing the request or the template is already removed.

If a deletion fails:

  • Retry the deletion request.
  • Confirm that the template is not being used in an active workflow.
  • Recreate the template if required.

Template is not available in the email template selector

Only approved templates appear in the email template list.

Check:

  • Whether the template is approved
  • Whether the template is marked as active
  • Whether you are editing the correct notification or order status template

Connection and verification issues

WhatsApp account cannot be connected

This can happen if:

  • The Facebook or Meta account permissions are missing.
  • The number is linked to another BSP.
  • The number is already connected to a WhatsApp Business account or personal WhatsApp account.
  • The phone number is invalid or not in use.

To resolve:

  • Ensure the phone number is valid and belongs to you.
  • Remove the number from any other Business Service Provider (BSP), WhatsApp Personal account, or WhatsApp Business account before connecting it.
  • Reconnect the business account from Settings > Integrations & Marketplace > WhatsApp.
  • Re-authorize the Meta permissions.

OTP verification fails

If OTP verification fails while connecting or changing the WhatsApp number:

  • Retry the verification request.
  • Confirm that the number is active and can receive SMS or voice calls.
  • Make sure the number is not already in use with another WhatsApp account.
  • Check whether the number is blocked by a previous account setup.

Number is already in use

If the system shows that the phone number is already linked to another WhatsApp account or business account:

  • Delete the existing WhatsApp channel from Zoho Commerce if you want to replace it.
  • Or use a different verified business number.

Business account is changed but templates remain active

If you change your WhatsApp Business account, existing templates and messaging channels may no longer work.

To fix this:

  • Delete the existing templates before switching the account.
  • Recreate templates under the new business account.
  • Reconfigure the default WhatsApp number.

Customer did not receive the message

This usually happens when:

  • The customer did not opt in to receive WhatsApp notifications.
  • The phone number is not valid.
  • The WhatsApp account is inactive.
  • The template is not approved.
  • The customer has opted out.

To check:

  • Open the order and review the delivery status in Comments & History.
  • Confirm whether the customer consent setting is enabled.
  • Verify the phone number on the customer record.

WhatsApp notifications can be sent only to customers who have opted in.

Check:

  • Whether the customer has agreed in the checkout flow or customer portal.
  • Whether the store is configured to require notification consent during registration or checkout.

If consent is not available, update the customer’s communication preferences or ask them to opt in.

Customer has opted out

If a customer has already opted out of WhatsApp notifications, the message will not be delivered to them. They can opt back in from the customer portal if the setting is enabled.

Credit and billing issues

IM credits are exhausted

When your WhatsApp credit balance is zero or low, notifications may fail to send.

To fix this:

  • Go to Settings > Integrations & Marketplace > WhatsApp.
  • Click Buy IM Credits.
  • Enter the required number of credits and complete the payment.

Payment failed while buying credits

This often happens because of:

  • Invalid payment details
  • Payment gateway issues
  • Failed authorization

To resolve:

  • Retry the payment using a valid method.
  • Check whether the payment provider allows the transaction.
  • Ensure the billing information is correct.

Credits are deducted but no message is sent

If the balance reduces but the message is not delivered, check whether:

  • The template is approved
  • The customer has opted in
  • The number is active and valid
  • The message category or pricing rules allow the message to go out

Account and channel management issues

Default WhatsApp number is not available

If a default number is missing or not working, it may have been deleted or unverified.

To resolve:

  • Go to Settings > Integrations & Marketplace > WhatsApp.
  • Verify the number again.
  • Select a verified number as the default WhatsApp number.

Channel was deleted accidentally

If the WhatsApp channel is deleted, messages will stop, and the store will no longer send notifications through that number.

To fix this:

  • Reconnect or set up a new default WhatsApp number.
  • Recreate templates if needed.
  • Revalidate the business account and phone number.

Account change or migration issue

If you change the WhatsApp Business account:

  • Existing templates may stop working.
  • Messages may fail because the previous templates are still linked to the old account.

To fix this:

  • Delete the existing templates before switching accounts.
  • Recreate the templates under the new account.
  • Verify the new business profile and channel.

Additional checks before contacting support

Before raising a support ticket, confirm the following:

  • Your WhatsApp Business account is active and verified.
  • The phone number is valid and not linked to another BSP or WhatsApp account.
  • Your customer has given consent to receive messages.
  • The template is approved and active.
  • You have enough IM credits available.
  • The default WhatsApp number is selected correctly.

If the issue persists after these checks, capture the order details, notification status, template name, and error message and contact Zoho support.